Operations Manager

About the Role

Intro to the Crisis Prevention and Response (CPR) Team 

Our Crisis Prevention and Response team envisions and enables our mission of A World Without Suicide. It is our goal that all of our clients find unwavering support and hope. Rooted in our core values of Connection, Commitment, and Congruence, we strive to transform crises into opportunities for growth and healing. With cutting-edge best practices and compassionate care, our team empowers individuals to seek help fearlessly. Our clients never give up, and neither do we. Together, we are driving the democratization of mental health treatment each and every day. 

Why is the CPR Team important?

Immediate Intervention: Prompt assistance during moments of acute distress or emotional upheaval.
Safety and Stabilization: Ensuring the well-being and stability of participants during critical situations.
Continuity of Care: Ensuring support during acute moments whilst in treatment ensuring continuity from the group experience to the individual/family experience. 
Preventing Relapses and Hospitalizations: Reducing the risk of relapses and the need for hospitalizations.
Suicide and Self-Harm Prevention: Identifying warning signs and intervening to prevent self-harm or suicide.

The Operations Manager, Crisis will oversee our crisis prevention and response team as well as assist in standing up new crisis product offerings. The Operations Manager, Crisis will work closely with our Care Delivery and Clinical teams to coordinate care and streamline workflows across teams. The Manager is responsible for monitoring team and individual performance using dashboards and routine quality assurance checks. The Manager must coach team members accordingly, which includes recognizing / rewarding good performance, coaching those who are not performing, and taking disciplinary action when appropriate. Lastly, the Manager will have the opportunity to build a team and define a culture that is motivating and rewarding. If successful, this position is an opportunity to impact thousands of lives in a positive way.

Responsibilities

• Crisis Response Oversight:
• Monitor crisis queues and ensure timely response and intervention for clients experiencing acute distress or harmful behaviors.
• Collaborate with the clinical team to assess client risk, develop crisis intervention plans, and ensure appropriate follow-up care.
• Occasionally "roll up your sleeves" and perform frontline tasks to ensure operational efficiency and team support.
• Documentation and Compliance:
• Ensure all required documentation is completed accurately and in compliance with company policies and regulatory standards.
• Monitor team compliance with documentation requirements and provide guidance and support as needed.
• Team Support and Development:
• Provide ongoing support, coaching, and training to Crisis Managers to enhance their skills and performance.
• Conduct regular performance evaluations and provide constructive feedback to support individual and team development.
• Care Coordination and Communication:
• Conduct case consults with Care Team members as needed to ensure coordinated and comprehensive care for clients.
• Process Improvement:
• Identify opportunities for process improvement and implement strategies to enhance the efficiency and effectiveness of crisis response protocols.
• Collaborate with leadership and cross-functional teams to develop and implement new crisis products and services to better serve our clients.
• Adherence to Quality Standards:
• Ensure that all crisis response activities adhere to quality standards and best practices, driving continuous improvement in service delivery and client outcomes.
• Monitor and analyze metrics related to crisis response performance and implement corrective actions as needed to achieve key performance indicators.

Requirements

• Independently licensed clinician, preferred
• 3-5+ years of relevant work experience in healthcare operations, crisis preferred
• Excellent track record of managing and motivating high-performing teams
• Experience with managing virtual teams highly preferred
• Ability to interpret and utilize data / individual metrics to manage team performance
• Experience translating business needs into actionable processes and technology enhancements
• Exceptional communication, interpersonal, listening, and relationship-building skills
• Resourceful with a natural ability to structure and solve ambiguous business problems
• Proactive self-starter and natural multitasker with a willingness to “be scrappy”
• Passion for mental health
• Work authorized in the United States and native or bilingual English proficiency
• Able to work a hybrid schedule of 4 days/week in our Nashville office

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

Note: We are not currently considering applicants in CA, CO, NY, and WA for this position.  #LI-HYBRID